Man with Van Kenley Service Terms and Conditions

These Terms and Conditions govern the provision of services by Man with Van Kenley to you as a customer. By making a booking, confirming a quotation or allowing work to commence, you agree to be bound by these terms. Please read them carefully before using our removal, delivery or related services.

1. Definitions

In these Terms and Conditions, the following words have the meanings set out below:

Customer means the person, firm or company requesting and paying for the services.

We, us, our means the operator of Man with Van Kenley providing the services.

Services means any domestic or commercial removal, collection, delivery, loading, unloading, packing, unpacking, furniture assembly, or related work carried out by us.

Vehicle means any van or other vehicle used by us to provide the services.

Goods means all items, effects and property which are the subject of the services.

2. Scope of Services

We provide man and van services, including local removals, collections and deliveries, within our regular service area and to and from surrounding locations. Our services may include loading, transport and unloading of goods, together with any additional services agreed at the time of booking, such as packing, furniture dismantling and reassembly.

Unless explicitly agreed in writing, we do not provide long-term storage, specialist installation, or professional disconnection or reconnection of appliances. We also do not undertake work that requires licences or qualifications that we do not hold.

3. Booking Process

All bookings must be made directly with us. We may accept bookings by written confirmation or other methods we specify from time to time. A booking is only confirmed once we have accepted the details and, where required, received any deposit or prepayment agreed with you.

You are responsible for providing accurate information when requesting a quote or making a booking. This includes the addresses for collection and delivery, access details, the nature and approximate quantity of goods, any special handling requirements, and any time restrictions or parking limitations.

We reserve the right to amend or withdraw a quotation if the information provided at the time of booking is found to be inaccurate or incomplete, or if your requirements change. In such cases, we may offer a revised quotation, which you may accept or decline.

We may refuse or cancel a booking at our reasonable discretion, including where we believe the services cannot be performed safely, lawfully or within the agreed time frame.

4. Quotations and Pricing

Our quotations are based on the information you provide, including the service area, the size of the move, the estimated time required, and any additional services requested. Unless otherwise stated, quotations are exclusive of any parking charges, tolls, congestion charges or other third-party costs, which will be added to the final invoice where applicable.

We may charge by the hour, by a fixed price, or by any other pricing structure agreed with you in advance. Time-based bookings are charged from the agreed arrival time or actual arrival time, whichever is earlier, until completion of the services.

If the work exceeds the scope reasonably anticipated from the information provided, we may adjust the price to reflect the additional time, distance, labour or complexity involved. We will make reasonable efforts to inform you of any changes as soon as they become apparent.

5. Payments

Payment terms will be confirmed at the time of booking. We may require a deposit or full payment in advance, particularly for larger removals, long-distance work or bookings outside our core service area.

Unless otherwise agreed, any balance is due immediately upon completion of the services on the day of the move. We may accept various forms of payment, which will be specified to you upon booking. We do not accept payment by cheque unless previously agreed in writing.

Where payment is not received when due, we reserve the right to charge reasonable late payment fees and interest, and to withhold delivery of goods until payment has been made in full. If payment remains outstanding, we may exercise a lien over the goods and ultimately arrange for their sale or disposal to recover any unpaid charges and associated costs, after giving reasonable notice.

6. Cancellations and Amendments

You may cancel or amend your booking by giving us notice prior to the scheduled start time. Any cancellation or amendment must be communicated directly to us.

We operate the following general cancellation policy unless otherwise agreed in writing:

If you cancel more than 48 hours before the agreed start time, we will normally refund any deposit paid, less any reasonable administrative costs or third-party charges incurred on your behalf.

If you cancel within 24 to 48 hours of the scheduled start time, we may retain all or part of the deposit or charge up to 50 percent of the estimated service cost to cover lost work and preparation time.

If you cancel within 24 hours of the scheduled start time or fail to be present when the service is due to commence, we may charge up to 100 percent of the estimated service cost.

If you wish to change the date, time or nature of the services, we will make reasonable efforts to accommodate you but cannot guarantee availability, particularly during busy periods. Significant changes may result in a revised quotation or additional charges.

We may cancel or postpone the services due to circumstances beyond our reasonable control, including extreme weather, vehicle breakdown, road closures, accidents, illness, or other events of force majeure. In such cases, our liability will be limited to rescheduling the services or refunding any deposit paid, at your option.

7. Customer Responsibilities

You are responsible for ensuring that:

All goods are properly packed, protected and ready for transport, unless you have arranged for us to provide packing services.

All items to be moved are clearly indicated, and any items not to be moved are separated or clearly labelled.

Suitable parking and access are available at both collection and delivery locations. This includes obtaining any necessary permits or approvals and ensuring that our vehicle can park safely and legally.

Access routes, hallways, staircases, lifts and doorways are clear and suitable for moving your goods. You must inform us in advance of any access restrictions, such as low ceilings, narrow corridors, limited lift capacity, or difficult driveways.

All fragile, high-value, or special items are brought to our attention prior to the move.

All appliances are disconnected and drained, and any furniture requiring dismantling has been taken apart unless we have agreed to carry out this work.

If you fail to meet these responsibilities, we may need to adjust the service or price, or in some cases, we may be unable to complete all or part of the work.

8. Items We Will Not Move

We will not transport illegal goods, hazardous materials, explosive or flammable substances, gas cylinders, firearms, perishable foods, or any other items that in our reasonable opinion present a risk to health, safety, property or compliance with applicable laws and regulations.

We also reserve the right to refuse to move items that are excessively heavy, dangerous, unsafely constructed, or likely to cause damage to property or our vehicle. If in doubt, you should discuss any unusual or heavy items with us in advance of booking.

9. Liability for Loss or Damage

We will exercise reasonable care and skill in handling, loading, transporting and unloading your goods. However, our liability is subject to the limitations set out below.

We are not liable for any loss or damage arising from your failure to adequately pack or protect items, from inherent defects or vulnerability in goods, or from normal wear and tear. We are also not liable for cosmetic damage to furniture or other items where such damage is consistent with reasonable handling and the condition of the item.

Our liability for loss of or damage to goods, where established as a result of our negligence or breach of contract, will be limited to a reasonable repair or replacement cost, up to a maximum amount per individual item and per job, as notified to you prior to the move or otherwise required by applicable law.

We are not liable for any indirect or consequential loss, such as loss of income, loss of profit, loss of opportunity, or emotional distress. We are also not liable for delays caused by traffic, road conditions, accidents, mechanical breakdowns or events beyond our reasonable control.

You must inspect your goods as soon as reasonably practicable after completion of the services. Any visible loss or damage should be reported to us on the day of the move or as soon as reasonably possible. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any potential claim.

10. Property and Access Damage

We will take reasonable care to avoid damage to property, including floors, walls, doors and fixtures, when carrying out the services. However, responsibility for protecting floors, carpets and other vulnerable surfaces rests with you, and we recommend that adequate coverings are used, particularly in wet or muddy conditions.

We are not liable for damage to property where it arises from pre-existing defects, poor construction, or where you have requested that we undertake a manoeuvre that, in our reasonable opinion, carries a high risk of damage, provided that we warned you of that risk in advance.

11. Waste and Disposal Regulations

We operate in accordance with applicable waste and environmental regulations. We are not a general waste disposal service and will not remove household refuse, rubble, builder’s waste or similar materials unless this has been specifically agreed in advance and is compliant with current regulations.

If we agree to remove unwanted items or waste as part of your booking, you confirm that you have the right to dispose of such items and that they do not include any hazardous, prohibited or regulated waste. We will dispose of waste only at authorised facilities or by using regulated channels as required by law.

Fly-tipping and unauthorised disposal of waste are illegal. You must not request or encourage us to dispose of items unlawfully. Where we provide waste-related services, additional charges may apply to cover disposal fees, labour and transportation.

12. Insurance

We maintain appropriate insurance cover for our vehicles and our business activities as required by law. This may include public liability and goods in transit insurance up to specified limits.

It is your responsibility to consider whether these limits are sufficient for your needs. If you require additional protection, you should arrange your own insurance for your goods during the move, particularly for high-value or especially fragile items.

13. Complaints and Claims

If you are dissatisfied with any aspect of our services, you should raise your concerns with us as soon as possible so that we can seek to resolve the issue. We encourage you to provide details in writing, including the date of service, addresses, description of goods and the nature of your complaint.

We will investigate complaints in a fair and timely manner and may request evidence such as photographs, receipts or witness statements. Where a claim for loss or damage is accepted, we may offer repair, replacement or a financial settlement, subject to the limitations set out in these terms.

14. Data Protection and Privacy

We will collect and use personal information such as your name, address, contact details and service requirements for the purpose of managing your booking, providing the services, and handling payments and any subsequent queries or claims.

We will handle your information in accordance with applicable data protection laws. We will not sell your personal information to third parties. We may share details only where necessary to deliver the services, comply with legal obligations, or protect our legitimate business interests.

15. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of our services, shall be governed by and construed in accordance with the laws of England and Wales.

You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms or their subject matter.

16. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.

No waiver of any term by us shall be deemed a further or continuing waiver of that term or any other term. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy.

We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to your agreement with us. You are advised to review the terms periodically to stay informed about any changes.

By proceeding with a booking with Man with Van Kenley, you confirm that you have read, understood and agree to these Terms and Conditions.